Patient Services Rep II

LE0050 University HealthCare Alliance; Campbell (CA); On-site; USD 37,195 - 46,838; Full time

Job summary

Stanford Medicine Partners is seeking a Patient Service Representative II to join our care team. Under general supervision, you will greet patients, register, verify insurance, schedule appointments, and manage telephone inquiries to support high-quality patient care.

The role requires one year of PSR or related experience; a Medical Receptionist program, healthcare exposure, or EPIC experience is preferred. Strong communication and teamwork are essential, with travel around 20% as needed.

Qualifications

• High school diploma required, patient-facing experience preferred.
• One year PSR or related experience preferred.
• EPIC experience preferred; healthcare setting is a plus.

Responsibilities

• Greet patients and register them at the front desk in a courteous, professional manner.
• Verify insurance coverage and eligibility; determine co-pays or deposits as needed.
• Schedule new or follow-up appointments and manage practice calendars.
• Answer phones, triage requests, and route calls to appropriate staff.
• Document patient interactions and manage patient information in the EHR.

Skills

Verbal communication

Interpersonal skills

Telephone etiquette

Education

High school diploma

Tools

EPIC

Job description

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) This is a Stanford Medicine Partners job.

A Brief Overview

Under general supervision, operates as part of the care team performing a variety of functions such as greeting patients, patient registration, insurance coverage and eligibility verification, scheduling and telephone management. The PSR II performs PSR I duties, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate actions; executes work in an assigned area to develop expertise needed to be fully functional in an assigned specialty area/clinic.

Locations

Stanford Medicine Partners

What you will do

C-I-CARE executes world class practices of service and patient care in support of C-I-CARE standards. Uses C-I-CARE templates and the following components for all communication with patients and staff:

• CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
• INTRODUCE yourself and your role
• COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
• ASK permission before entering a room, examining a patient or undertaking an activity
• RESPOND to patient’s questions or requests promptly; anticipate patient needs
• EXIT courteously with an explanation of what will come next

Job Scope

• Performs independently all of Level I, in addition, but not limited to the following
• Greets patients and others entering the department in a courteous and professional manner in accordance with performance standards.
• Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
• Schedules new or follow-up appointments in a courteous and professional manner in accordance with performance standards.
• Identifies accepted insurance plans and those requiring referrals.
• Determines if patient has a co-payment or deposit; accepts and records receipt of payment; provides applicable waiver and obtains appropriate signature; and, when appropriate, scans copy of patient’s photo ID, insurance card and/or waiver.
• Resolves any system red flags as they are encountered.
• Responds to requests from patients, family members, physicians and staff in a courteous and professional manner in accordance with performance standards.
• Facilitates communication between the patients and the physicians or clinic.
• Delivers basic knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the appropriate department(s).
• Manages flow of information received from various sources to appropriate staff member.
• May handle and deliver requests for approvals requiring signatures or input, lab reports, correspondence, dictations, and medical records.
• Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
• Manages EHR in-basket(s), work queues and schedule templates as assigned in accordance with performance standards.
• Balances cash sheet and cash drawer, completes daily deposit summary and prepares monthly deposit summary in accordance with performance standards.
• Assists with master scheduling template for the department.
• Specialized scheduling/referral coordination.
• Floats as needed.
• Provides orientation and training to new staff as assigned.
• Serves as a job expert in assigned areas, taking on additional special assigned duties.

All other duties

All other duties as assigned including department-specific functions and responsibilities: Performs other duties as assigned and participates in organization projects as assigned. Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies.

Education Qualifications

High school graduate or equivalent required.

Experience Qualifications

• One (1) year of PSR or related experience required.
• Graduate of a Medical Receptionist training program, healthcare experience, or related preferred.
• EPIC experience preferred.

Required Knowledge, Skills and Abilities

• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Ability to maintain composure during challenging interpersonal interactions.
• Legible handwriting.
• Basic math skills necessary to collect payments and balance cash drawer.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Proficient user for clinical computers systems.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

Physical Demands and Work Conditions

• Constant Sitting.
• Occasional Walking.
• Occasional Standing.
• Frequent Bending.
• Occasional Squatting.
• Seldom Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Frequent Hand Use.
• Frequent Repetitive Motion Hand Use.
• Occasional Grasping.
• Occasional Fine Manipulation.
• Frequent Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Vision (Color, Peripheral, Distance, Focus).
• Frequent lifting of 0 - 10 lbs.
• Frequent lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Occasional lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.
• Frequent lifting of 0 - 10 lbs. (Carrying)
• Frequent lifting of 11 - 20 lbs. (Carrying)
• Occasional lifting of 21 - 30 lbs. (Carrying)
• Occasional lifting of 31 - 40 lbs. (Carrying)
• Seldom lifting of 40+ lbs. (Carrying)

Travel Requirements

20% travel.

These principles apply to ALL employees

Commitment to Providing an Exceptional Patient & Family Experience University HealthCare Alliance dba Stanford Medicine Partners sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care. Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health. Coordinate for Me: Own the complexity of my care through coordination.

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale

Generally starting at $27.07 - $34.52 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

University HealthCare Alliance (UHA) is a physician network and medical foundation partnered with Stanford Health Care and Stanford Medicine. UHA was formed with a mission to provide excellent medical care through exceptional access and service in communities around the Bay Area and a vision to heal humanity through science and compassion, one patient at a time. UHA is comprised of three medical groups with over 70 clinic locations and over 350 board-certified care and specialty care providers. We are dedicated to providing the highest standards of clinical excellence in order to ensure access for patients to leading providers, while contributing to Stanford University’s well-respected Stanford Hospital and Clinics’ transformation into a broader and more integrated regional health system. Together, UHA and Stanford are pioneering new ways to practice medicine across multiple locations, using Stanford’s advanced resources to create seamless continuity of care for every patient.